Senior Customer Success Manager

Sprinter Health • Menlo Park, CA

9d

About The Position

The Senior Customer Success Manager is responsible for the implementation, ongoing satisfaction, retention, expansion and outcomes realization for an assigned portfolio of Sprinter Health's customers. You will work with a cross-functional team to ensure team best practices, policies, and customer-first initiatives are met. You act as internal champions to coordinate the processes and motions required for sustained customer success and growth.

Requirements

• 5- 7 years of experience in customer success, account management, sales or consulting
• Strong orientation toward problem-solving with a systematic and managed approach
• Experience working with sales, operations, product, and other members of cross-functional teams
• Urgency in execution and tendency toward speed with the ability to adapt and change
• Strong empathy for customers
• Comfortable with ambiguity
• Excellent verbal/written communication and organizational skills
• Strong executive presence and business acumen including experience working in a B2B environment
• Proven ability to influence through persuasion, negotiation, and consensus building
• Exercise judgment, with guidance, in methods, techniques, and evaluation criteria for obtaining results

Responsibilities

• Lead customer interactions in a manner that establishes credibility and trust as a business and thought partner
• Collaborate cross-functionally to lead customers through the Sprinter Health customer journey to achieve strong customer satisfaction, adoption, and partnership success
• Partner with each customer to define and track measurable success plans with clear outcomes; ensure cohesive communication across internal and customer audiences at all levels
• Use customer data and patient feedback to articulate the Sprinter Health value and make recommendations for partnership optimization
• Serve as the Voice of the Customer within Sprinter Health by providing customer feedback to the product team to inform the roadmap
• Drive annual revenue targets and coordinate renewals of designated customer contracts
• Proactively identify customer risks and partner cross-functionally to recommend solutions and action plans to improve customer health
• Identify opportunities within the customer organization for the expansion of Sprinter Health services to additional departments

Benefits

• Meaningful pre-IPO equity
• Medical, dental, and vision plans 100% paid for you and your dependents
• Flexible PTO + 10 paid holidays per year
• 401(k) with match
• 16-week parental leave policy for birthing parent, 8 weeks for all other parents
• HSA + FSA contributions
• Life insurance, plus short and long-term disability coverage
• Free daily lunch in-office
• Annual learning stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees